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SmithRx
Plano, TX, United States
Who We Are: SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of
Job Source: SmithRxRepeat Consultants
Plano
Job Description Job Description Job Title: Call Center Specialist Job Location: Plano, TX 75023 Job Type: 6+ Month Contract 4 Openings Please submit candidates w/ the following must-haves: - Ability to maintain KPIs/workloads and produce quick turnarounds and resolutions for each claim tasked - Proficiency in Excel & PPT - Excellent communic
Job Source: Repeat ConsultantsCareington International Corp
Frisco, TX, United States
Careington International Corporation is a solutions-oriented company. An established leader, we have been a trailblazer in the field of discount health care since 1979. Over the years, our mission has remained the same - to create discount health programs that are marketable to the employer, profitable to the provider and economical for the member.
Job Source: Careington International CorpHome Care Delivered
Addison, TX, United States
Home Care Delivered, Inc. was founded by Gordy Fox in 1996 as a result of his own personal experience with family members aging and living with chronic medical conditions. He found that it wasn't easy for people in the home health setting to get the information or the supplies they needed to care for themselves or to follow their physician's treatm
Job Source: Home Care DeliveredGlobe Life Inc.
McKinney, TX, United States
Workforce Management Director Primary Duties & Responsibilities The Workforce Management (WFM) Director is responsible for leading a team of employees who are responsible for planning, forecasting, scheduling and real-time resource management of the call center. The Director establishes effective working relationships with departmental partners su
Job Source: Globe Life Inc.Conservation Legacy
McKinney, TX, United States
About the Company About the Job It is the responsibility of the GCCS Outbound Specialist to conduct outbound and receive inbound calls and determine the proper action with each. The agent will record information, and maintain the procedures and policies of this department. The agent is to provide excellent customer service and assist policyholders
Job Source: Conservation LegacyConservation Legacy
McKinney, TX, United States
About the Company About the Job It is the responsibility of the GCCS Outbound Specialist to conduct outbound and receive inbound calls and determine the proper action with each. The agent will record information, and maintain the procedures and policies of this department. The agent is to provide excellent customer service and assist policyholders
Job Source: Conservation LegacyFitness Connection
Carrollton, TX, United States
Job Details Job Location Work From Home - Carrollton, TX Description Customer Service Specialist at Fitness Connection Position Summary: The Customer Service Specialist role at Fitness Connection is centered around providing exceptional remote customer service. Key responsibilities include handling inbound and outbound calls, managing member ac
Job Source: Fitness ConnectionPlano
Job Description Job Description Who We Are:
SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.
We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:
Integrity: Always operate with honesty and transparency so we earn the trust of our clients.
Courage: Demonstrate the courage needed to take on a broken industry and continuously improve what we offer to optimize health outcomes.
Together: Foster a collaborative and inclusive environment that values teamwork, respect, and open communication, and encourages creativity and diversity of thought.
Job Summary:
As a Call Center WFM Real-Time Specialist, your strength lies in compiling staffing forecasts and optimum work scheduling to support workforce management in a call center. This role is responsible for managing daily scheduling of call center agent offline functions (breaks, lunches, meetings, etc), schedule adherence, attendance tracking, omni-channel utilization, and generating daily productivity reports. The role is crucial in the success of ensuring the call center is performing at maximum efficiency.
The ideal candidate has prior experience supporting call center workforce-related processes and functions. They will use and assess data to make recommendations of workforce optimization and refinement. This candidate will also partner with the call center operations teams to track performance management and attendance.
What you will do:
Maintain and manage optimum utilization of call center workforce management software
Schedule routine and adhoc activities within agent schedules
Maintain schedule swaps and change requests
Monitor numerous real time metrics such as: occupancy, adherence, attendance, productivity/utilization, etc
Monitor performance indicators at a half hour interval level such as: channel volume average handle times, wait times, service level, availability, etc
Utilize workforce to optimize queue management and wait times
Prepares reports to determine call volume, calling patterns, service trends, and staff productivity.
Track and manage system issues and assess impact of the operation, partnering with IT and other stakeholders
Build and maintain internal Interactive Voice Response (IVR) flows
Analyze contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities.
Utilizes the analysis results to forecast contact center workload and builds resourcing and scheduling plans to meet business objectives.
What you will bring to SmithRx:
HS Diploma, GED or equivalent
3+ yrs working in a call center environment required
2+ years of experience working in a call center RTA role and managing workforce management software. Preferred experience working in health care or PBM or information technology industries.
Proficiency in Mac, and Google Suite, and workforce management software required
Moderate to Expert skill set in Microsoft Excel required
Expert skill in understanding call center metrics
Ability of being proactive rather than reactive relating to queue and staffing management
Able to demonstrate logical reasoning and the ability to communicate complex information
Passion for data and logistics
Must be able to commute to Plano, TX
What SmithRx Offers You:
Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
Flexible Spending Benefits
401(k) Retirement Savings Program
Short-term and long-term disability
Discretionary Paid Time Off
12 Paid Holidays
Wellness Benefits
Commuter Benefits
Paid Parental Leave benefits
Employee Assistance Program (EAP)
Well-stocked kitchen in office locations
Professional development and training opportunities
Email Alert for Call Center WFM Real-Time Specialist jobs in Plano
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